Terms & Conditions

By placing an order on this website, you are agreeing to the following terms and conditions:

Company Overview

YL Florist Story Shop (“Company”) operates and provides services through its official website: www.thefloriststory.com. Although our registered business name is YL Florist Story Shop, our website is branded as "The Florist Story" to better align with our online presence and marketing identity. All products and services offered on this site are managed and owned by YL Florist Story Shop, which is a registered business under business number 201903226002 / JM0913242-V.

1. Acceptance of Terms

All orders and other requests must be accepted by YL Florist Story Shop. We reserve the right to refuse any order at our sole discretion without prior notice. If an order is rejected, we will issue a full refund.

2. Products and Services

We strive to provide accurate product descriptions and images. However, we cannot guarantee that your screen display will accurately reflect the actual color or details of the products. All products are subject to availability, and we reserve the right to modify products at any time.

3. Pricing

All prices listed on our website are in RM. Prices are subject to change without notice. We reserve the right to correct pricing errors and to change prices as needed.

4. Orders and Payments

After placing an order, you will receive a confirmation email. Please note that this confirmation does not indicate that we have accepted your order. We accept your order when we dispatch the goods. To place an order, you must provide accurate information and payment details. We accept various payment methods listed on the website. By submitting your order, you agree to pay the total amount due.

5. Delivery Policy

We offer delivery to designated areas. Delivery times are estimates and may vary due to location, weather, and other factors. We are not responsible for delays caused by circumstances beyond our control.

  • Same-Day Orders: Orders placed before 4 PM can be delivered on the same day (subject to availability).
  • Specific Time Delivery: Specific time delivery is only available in Johor Bahru, and must be placed 36 hours in advance.
  • No P.O. Box Delivery: We cannot deliver to P.O. boxes.

Rescheduling and Failed Deliveries:
If the recipient or sender requests to reschedule or change the delivery route, a re-delivery fee will be charged based on the delivery location. If the recipient is not available at the provided address and the delivery fails, we will not be liable for the failed delivery. Please ensure all delivery information is accurate to avoid delays.

6. Return and Refunds Policy

  • Cancellation and Refunds Policy: Pre-orders can be canceled for a full refund before 12 PM three (3) days prior to the estimated delivery date. All refunds will be processed within 7 business days and will be issued as a discount voucher valid for 12 months from the date of issue.
  • Same-Day Orders: Same-day orders and on-demand orders will be processed immediately and cannot be canceled.
  • Return Policy: To be eligible for a return and refund, you must report your issue within 24 hours of receiving the flowers. The flowers must also remain in the same condition as when received. When submitting your report, please provide your order number, several photos of the product, and the reason for your return or refund request. Customized or seasonal products are not eligible for returns unless there is a defect or error on our part.

7. Product and Substitution Policy

All products and flowers are subject to availability. In the event of any supply difficulties, or if the flowers received from our growers do not meet our high-quality standards, we reserve the absolute discretion to substitute any product with a similar style and comparable (or higher) value and quality without prior notice. Substitutions may include types of flowers, colors, wrapping paper, ribbons, baskets, vases, fruits, and other materials used in our arrangements. If we are unable to provide you with the product or any substitute, we will notify you as soon as possible and issue a full refund.

8. Data Privacy and Security

We respect your privacy and are committed to protecting your personal information. Your data will only be used for the purpose of order fulfillment, customer support, and, with your consent, for marketing communications. All payment details are processed through secure gateways, and personal information is stored in encrypted databases.

  • Privacy Policy: For more details on how we collect, use, and protect your personal data, please refer to our full Privacy Policy.


9. Limitation of Liability

We are not liable for any indirect, incidental, or consequential damages arising out of or in connection with the use of our products or services, including but not limited to lost profits, business interruptions, or damages caused by circumstances beyond our control.


10. Changes to Terms

We reserve the right to modify these Terms and Conditions at any time. Your continued use of our website after any changes indicates your acceptance of the new terms.


11. Payments

  1. We accept Visa and MasterCard credit cards. In order to offer the best security, all our payments are processed securely by iPay88.
  2. For all ongoing subscriptions, your credit will be billed upfront on checkout for the entire cost of the subscription.
  3. If you create an account, your card will be stored securely so that you can check out on future visits without re-entering your card details.
  4. We never store or have access to your credit or debit card details.


12. Contact Information

For any questions or concerns, you can reach us using the contact details below: